E2E CX Transformation Lead: AI & Impact

Vodafone Group Plc

Dublin

Hybrid

EUR 120,000 - 180,000

Full time

8 days ago

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Benefits offered by this job

Hybrid work model

Competitive salary + bonus

Strong pension

Flexible benefits

Health and wellbeing support

On-site gym and wellness centre

Mobile plans & device offers

Family policies

Internal progression

Job summary

Vodafone Group Plc is seeking a transformative leader to own customer experience initiatives across enterprise programs. You will shape decision-making, drive AI-assisted improvements, and align cross-functional teams to deliver measurable customer outcomes in a fast-paced environment.

The role offers hybrid working with exposure to senior executives, a strong pension, and a comprehensive benefits program designed to support work-life balance and career progression.

Qualifications

Experience delivering change in a complex, fast-moving environment.
Ability to test, learn and adapt quickly.
Proven ability to lead cross-functional teams and influence senior stakeholders.

Responsibilities

CX Ownership – lead the CX Board model and drive decisions across teams.
Drive improvements in JNPS & RNPS, reduce DD, boost promoter growth and FCR.
Turn customer and operational insights into prioritized actions with measurable outcomes.
Lead E2E Journey Assessment to remove friction in priority journeys.
Accelerate AI adoption across customer operations with measurable impact.

Skills

Change management

Stakeholder management

People leadership

AI-enabled transformation

Problem solving

Job description

The role offers hybrid working with exposure to senior executives, a strong pension, and a comprehensive benefits program designed to support work-life balance and career progression.

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